The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. The player faced delays due to the need for additional documentation from his bank to confirm that the funds had not been credited. After further communication with the casino, the player successfully received his payout. The issue was marked as resolved by us following this confirmation.
NV Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
NV Casino
Safety Index:HighCase summary
Discussion
Public
Public
7 months ago
Translation
Ladies and Gentlemen
I made a withdrawal of €500, and it was confirmed relatively quickly. After checking, it can take up to 72 hours for the amount to be credited to my account. It's now June 16, and the money still hasn't been credited. After checking with them, support told me the withdrawal was processed and the amount was successfully paid out. I should contact my bank.
After consulting my bank, no payment was found.
I need help because NV Casino is relying on their confirmed payout.
Sincerely, Rudolf
Automatic translation:
Public
Public
7 months ago
Dear rudiichiila,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Public
7 months ago
Translation
Hello, after repeatedly asking customer support, they now need an official document from my bank that the money has not arrived.
I called my bank and the bank said that the payment could not be found because it only works as an originator (NV Casino).
The bank said a bank statement was the only thing that could prove that the money was definitely not credited to my account.
I am fully verified and have already made a withdrawal which worked without any problems.
After researching the CasinoGuru website, I noticed that several people are currently experiencing the issue of their withdrawal being confirmed, but the money not arriving in their account. This is also the case at NV Casino. Surely this can't be a coincidence?
Automatic translation:
Public
Public
7 months ago
Translation
Hello,
My complaint can be closed because NV Casino successfully paid out today after endless back and forth.
Thanks
Automatic translation:
Public
Public
7 months ago
Dear rudiichiila,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
